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Unit 4: Numbers, names and spellings

The read-back habit

Read this before the quizzes

Mix-ups on a phone line

Worked call 1: a reference with no read-back

What the read-back is for

Which opener works

Keep the groups

The question at the end

Answers and why: The read-back habit

Spelling aloud

Spelling alphabets: either style is fine

Names: spell it, say it, check it

Worked call 2: a name said back as a word only

Either alphabet is fine

Which letters slip

Read back a name

How to say a name

Answers and why: Spelling aloud

Numbers in groups

Numbers in groups: the caller's groups

Double, oh and amounts

Worked call 3: a correction

Teens and tens

Double

An amount

Answers and why: Numbers in groups

Dates, times and the bad line

Checking dates and times

When the line is bad

Worked call 4: a word cut off by the line

A date

A time

A bad line

After a correction

Answers and why: Dates, times and the bad line

A booking call, stage by stage

The booking call at a glance

Stage 1: greet

Stage 2: take the details

Stage 3: read back

Stage 4: say the next step

Stage 5: close

Stage 6: repair, when the line breaks

Stage order

Where the trap sits

The next step

A warm close

Answers and why: A booking call, stage by stage

Words to carry

Fifty phrases for numbers, names and spellings

Take charge

Take charge: say it back

Your mission this week

Some details cannot be wrong: a reference, a phone number, a postcode, a name, an amount, a date. This unit teaches one habit for all of them: say it back before you act.

Customer Service English Unit 4: Numbers, names and spellings

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